Key Responsibilities: Requirements Gathering Documentation Collaborate with stakeholders to define business needs and create detailed functional specifications. Business Process Analysis Identify opportunities for automation and workflow optimization using the SaaS platform User Stories Agile Collaboration Write clear user stories, define acceptance criteria, and contribute to sprint planning in Agile environments. Customer-Centric Enhancements Ensure new features and improvements align with customer needs and business goals. Testing QA Support Work closely with development teams to validate that features meet business and functional requirements. Data-Driven Decision Making Analyze product usage, customer feedback, and performance metrics to identify areas for improvement. Cross-Functional Collaboration Work with product managers, engineers, customer success, and marketing teams to ensure successful product development and adoption. Required Qualifications: Minimum 2+ years of experience as a Business Analyst in a SaaS company. Strong understanding of cloud-based SaaS platforms and product lifecycle management . Experience in Agile environments , including writing user stories and defining acceptance criteria. Proven ability to analyze complex business requirements and translate them into scalable solutions. Strong stakeholder management skills to align business and technical teams. Excellent written and verbal communication skills for documentation and cross-team collaboration. Proficiency in JIRA, Confluence, Trello, and other project management tools . Analytical mindset with strong problem-solving abilities to navigate ambiguity and drive innovation. Preferred Qualifications: Certifications in Agile, Business Analysis (CBAP, CSPO), or SaaS best practices . Familiarity with API integrations, product development tools, and data analysis platforms . Understanding of UX/UI principles to contribute to product design discussions. This is an opportunity to contribute to a growing SaaS company, work on impactful products, and collaborate with a dynamic team. If you are looking for a challenging and rewarding role, we encourage you to apply.

Roles & Responsibilities: Respond to customer questions in a timely, courteous, and professional manner via email, phone, or chat, ensuring excellent service delivery. Take ownership of customer-reported problems, investigate using available tools, and work towards fast and effective resolutions. Troubleshoot technical issues by testing scenarios and impersonating user actions where needed. Educate current and prospective users on Apptivo’s features, functionalities, and best practices to maximize their platform usage. Identify unresolved or complex issues and escalate them to the appropriate internal technical, engineering, or product teams. Create and maintain solution articles, how-to guides, and troubleshooting documentation to support both customers and internal staff. Collaborate with the Product, Engineering, Sales, and Marketing teams to relay customer feedback, feature requests, and bug reports. Gather customer feedback and monitor sentiment (including on social media) to ensure proactive support and continuous improvement. Log all interactions and technical issues using Apptivo’s internal ticketing system for organized tracking and reporting. Follow internal policies, shift schedules, and security protocols to ensure consistency and data confidentiality. Stay updated with weekly product releases, new features, and enhancements, and actively participate in team knowledge-sharing sessions. Track and report issues, risk areas, and client satisfaction metrics as required. What We’re Looking For (Requirements) Skills & Qualifications Excellent verbal and written communication skills in English. 1-2 years of experience in customer support role. Strong troubleshooting and analytical thinking abilities. Good understanding of SaaS platforms (CRM, ERP is a plus). Ability to multitask and prioritize in a fast-paced environment. Basic understanding of how web applications work (e.g., browsers, cookies, cache). Familiarity with customer support tools like ticketing systems and live chat. Detail-oriented with strong documentation and organizational skills. Willingness to work in rotational shifts, including weekends when required. JOB LOCATION: Madurai Job Features Job Category CUSTOMER SUPPORT Job Type Full Time Job Location Madurai